By Tacy Summersett
Hyper Care is the stabilization period after Go-live which focuses on customer support, data integrity, and system availability. The Hyper Care team is a group of MIDAS individuals located in Washington, D.C. who will provide technical support to national, state, and county office employees. In order to resolve issues, the Hyper Care team will leverage MIDAS program knowledge and experience from the Business Process Functional team, Technical, and Security teams. The intersection of various teams supporting Hyper Care aims to ensure that all questions and issues are resolved in a timely and effective manner.
Hyper Care is not a substitute for training; rather Hyper Care will aid users in technical issue resolution and questions regarding how to use the system. Post training, if an end-user has a question regarding the system they would leverage the processes, such as using the context sensitive help within the system to aid in answering on-the-spot questions. Additional support can be found in the web-based training courses. These courses include step-by-step system process simulations that can be reviewed as needed.
If an end user cannot find the answer after using the above processes, the end user can log a ticket using two separate methods. First, the end user can log a ticket using self service by:
(1) Clicking on the TSD icon in the systems icon tray.
(2) Selecting Remedy Self Service from the Customer Links drop down in the upper right hand corner of the screen. This will take the end user to the eAuth page to log on to self service using e-Auth credentials.
(3) On the Service Request Management home page double click on the service for software issues. Note: There may be additional options to select from after selecting that service.
(4) Completing the Self Service Intake questionnaire. Enter all required information and then click on the Submit button.
The second way to log at ticket is to call the FSA Help Desk at 1-800-457-3642.
For the MIDAS program as a whole, it is important to log tickets and use the hyper care resources to resolve any issues. Using the hyper care processes in place, the team will be able to gauge what is working in the field. The Hyper Care team is working hard to ensure that the solution will enable all end-users to utilize MIDAS efficiently.
